The player from Austria had claimed that after transferring money to Lucky Day casino, the casino had insisted it hadn't received any deposit. Despite having provided proof of the transaction, the player's deposit was not credited to their casino account. The casino later claimed to have completed a return transfer of €150, which the player believed was a profit distribution, not a refund. The player had provided bank statements showing that €150 was deducted three times from their account. The casino had provided a bank statement reflecting a €150 refund. However, the player insisted this was a payout from a win, not a refund. Due to the lack of clarity and the player's request, we had closed the complaint.
Lucky Days Casino - Player’s deposit is not credited by the casino.
Amount: €150
Lucky Days Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
- Hello! Lucky day claims they haven't received any money! My bank asserts it has been transferred. Attached is the proof of the transfer. Thanks in advance. Best, Thomas
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1 year ago
Dear leimi8,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month.
I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
Kindly forward any relevant correspondence to my email at tomas@casino.guru
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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1 year ago
Dear leimi8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Status unchanged. According to my bank, the money must be with Lucky day, which is also proven by the payment transactions and receipt of the transfer.
I call that a rip off
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1 year ago
Thank you very much, leimi8, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello leimi8,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Lucky Days Casino to join the conversation.
Dear Lucky Days Casino,
Can you please provide more information on why has the player's deposit been not credited to their casino account?
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Hi leimi8,
Thank you for bringing this to our attention.
Would you please send your attachment of the proof of transfer to help@luckydays.com so we may investigate this further?
Kind regards,
Lucky Days Customer Support Team
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1 year ago
Translation
Document just sent! I hope for a positive outcome now! SG Thomas
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear leimi8,
Was the casino able to sort out the issue? Can we consider your complaint resolved?
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1 year ago
Dear leimi8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
no agreement ! Now Lucky day claims to have completed the return transfer of 150 euros, which in my opinion was simply a profit distribution. I was assured that if I sent account statements from August where 150 euros were deducted three times, I would be in the right! I provided this proof and still no refund!
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Hi leimi8,
We have sent you the file with your bank statement which reflecting the 150 EUR refund. The funds were returned to your bank account on 09.08.2023. Please check and let us know if you have any questions.
Kind regards,
Lucky Days Customer Support Team
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1 year ago
Translation
We're going around in circles ⭕️! Will not play on this site again because the money they sent was from a win and not a refund!
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1 year ago
Dear leimi8,
Do I understand correctly that you have received the exact amount of 150 EUR as winnings and not a refund? You previously mentioned that the 150 EUR was deducted 3 times from your bank account, so was your casino balance 300 EUR instead of 450 EUR or why have you requested a refund? I can see that the payment of 150 EUR was indeed sent on 05.08.2023 from your bank, but how does the 150 EUR that was sent from the casino on 09.08.2023 appear in your bank statement and in your casino account? Usually, this is marked as a "refund" in the transaction history.
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1 year ago
Translation
do you mean this excerpt? How do I know whether this is a payout or a refund? I'm of the opinion that it's a payout, if not correct me and we'll leave it alone 🤷🏽♂️ let me know so we can finally close the case
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1 year ago
Dear leimi8,
Is this the only payment that you received from the casino? Have you made any other withdrawals of 150Eur that should have been paid on 09.08.2023?
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1 year ago
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I can no longer see it because I'm blocked from the casino, but that's the only payout! Close the case and I'll give the money to the casino! I am able to cope with this but there is no trace of justice! Thanks for the help anyway, have a nice day
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1 year ago
Dear leimi8,
I empathize with your frustration, considering the lengthy duration of this situation. However, based on the information I've been able to gather, it does appear that the refund has been issued to you. I will cross-check with the casino team to confirm if there were any additional withdrawals of 150Eur due on 09.08.2023 or within a very close timeframe, though it seems likely that they would have informed us if such withdrawals existed.
Nonetheless, if you believe that further attempts to resolve this matter would be a waste of your time, I completely understand.
Please confirm if you really want me to close this complaint.
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1 year ago
Translation
I've been using the online platforms for years and, thankfully, I'm consciously in control of it and I can be wrong sometimes, but I only ever turned on Casinoguru when I was 100 percent sure and I was always right, so they can react! This time I'm no longer sure after months and that's why we're closing this case now and I thank you for your patience and help. One more thing: if it is the case that I was wrong, I ask myself why any money has to be refunded from me at all. So much for the serious manner. Thanks again, we can close the case now
Greetings Thomas ✌🏽
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1 year ago
Dear leimi8,
I can confirm that you have asked us before for help only in reasonable cases and I don't dispute that this case was different, but as mentioned so far from the information I was able to gather, it seems the refund has been issued to you. As I mentioned before, I will still double-check with the casino team if there were any additional payments of 150Eur due on 09.08.2023 or within a very close timeframe, but I fully understand your lack of interest in wasting your time on this and will close this complaint per your request.
Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino. Guru
